NCV 4 Personal Assistance Hands-On Support - Module 3

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This slide show accompanies the textbook NCV 4 Personal Assistance Hands-On Training - Module 3 published by Future Managers Pty Ltd. It is intended to be used for support material for lecturers …

This slide show accompanies the textbook NCV 4 Personal Assistance Hands-On Training - Module 3 published by Future Managers Pty Ltd. It is intended to be used for support material for lecturers teaching this subject. This module deals with customer complaints.

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  • 1. Personal Assistance 4
  • 2. Module 3:Customer complaints
    Personal Assistance – Level 4
    2
    Future Managers
  • 3. After completing this module, you will be able to:
    Identify customer’s problems
    Communicate with all stakeholders
    Commit to solving the customer complaint
    Apply correct planning and solution to the customer’s complaint
    Module 3: Customer complaints
    Personal Assistance – Level 4
    3
    Future Managers
  • 4. Worst: Customer takes business elsewhere and tells everyone
    Second worst: Customer takes business to another firm
    Second best: Problem is dealt with
    Best: They tell everyone how well the complaint was dealt with
    Customer complaints
    Personal Assistance – Level 4
    4
    Future Managers
  • 5. Customer complaints
    Personal Assistance – Level 4
    5
    Future Managers
  • 6. Imagine you have bought an iPod ™ MP3 player and you find that you need to take it back to the store for any one of the following reasons:
    It doesn’t play at all.
    It doesn’t hold enough tunes.
    Your mom says you have wasted your money and you must take it back and get a refund.
    You go back to the store and the person at the counter is :
    a. Very polite and friendly.
    Rude to you.
    Whatever the treatment, you leave the store:
    Very satisfied.
    With the reputation of being an impossible customer.
    On the flow chart, trace the route your complaint followed for each of the combinations of “reason for going back”, “treatment you received” and the “way in which you left”.
    Activity 1
    Personal Assistance – Level 4
    6
    Future Managers
  • 7. Customers complain for the following reasons:
    They are not happy with the product that they bought
    The are unhappy with the treatment they received
    They are just unhappy
    1.1 Identify and assess the nature of the complaint
    Personal Assistance – Level 4
    7
    Future Managers
  • 8. When you think about complaining, it could be about the product or the service you received. But what happens if the product is a service itself?
    Think of situations when the product is a service itself and you are satisfied with it but are not happy with the service received.
    Activity 2
    Personal Assistance – Level 4
    8
    Future Managers
  • 9. 1.2 Define the origin of the complaint
    Personal Assistance – Level 4
    9
    Future Managers
  • 10. Tell the customer that you will take responsibility
    Do something about it
    1.3 Take responsibility for action to solve the problem
    Personal Assistance – Level 4
    10
    Future Managers
  • 11. Information that needs to be documented could be:
    Complainant’s details
    Information relating to the complaint
    Actions to be taken by the person receiving the complaint
    Signature of the person receiving the original complaint
    1.4 Document the problem
    Personal Assistance – Level 4
    11
    Future Managers
  • 12. Pick any one of the twelve scenarios in Activity 1 and create a sample complaint receipt form on which you can list the information that you think could have been put into it.
    Activity 3
    Personal Assistance – Level 4
    12
    Future Managers
  • 13. Notify relevant internal parties of the complain and its routing
    Notify immediate superior of the customer’s complaint for further action
    Communicate to the customer regarding the outcome and progress of the solution
    2. Communicate with all stakeholders
    Personal Assistance – Level 4
    13
    Future Managers
  • 14. Demonstrate commitment to resolve the complaint
    Satisfy the customer with the progress of the complaint to date
    3. Commit to solving the customer complaint
    Personal Assistance – Level 4
    14
    Future Managers
  • 15. When you have completed this subject outcome, you will be able to:
    apply the correct solution to solve the customer’s problem
    apply the correct solution to the customer’s complaint within the agreed time frame
    maintain contact with all relevant stakeholders.
    4. Apply correct planning and solution to the customer’s problem
    Personal Assistance – Level 4
    15
    Future Managers
  • 16. The correct solution will depend on:
    The nature of the problem and its origin
    What your employer allows
    4.1 Apply the correct solution to solve the customer’s problem
    Personal Assistance – Level 4
    16
    Future Managers
  • 17. 4.2 Apply the correct solution to the customer’s complaint
    Personal Assistance – Level 4
    17
    Future Managers
  • 18. External stakeholders
    Suppliers
    Trade unions
    Competitors
    Investors
    Government
    Special-interest groups
    The media
    Financial institutions
    Customers / consumers
    Shareholders
    General community
    International community
    Internal stakeholders
    4.3 Maintain contact with relevant stakeholders
    Personal Assistance – Level 4
    18
    Future Managers
  • 19. 5. Are you listening ?!!?
    Personal Assistance – Level 4
    19
    Future Managers
  • 20. 5.1 Communication
    Personal Assistance – Level 4
    20
    Future Managers
  • 21. 5.2 Communication barriers
    Personal Assistance – Level 4
    21
    Future Managers
  • 22. 5.3 Listening
    Personal Assistance – Level 4
    22
    Future Managers
  • 23. Are you an effective listener? First answer the questions for (about) yourself and then ask a friend who you know will answer honestly to respond “yes” or “no”.
    You may be surprised at the difference We often view ourselves as great listeners when, in fact, others know that we are not.
    Activity 4
    Personal Assistance – Level 4
    23
    Future Managers
  • 24. Personal Assistance – Level 4
    Future Managers
    24